written by on 05/11/2023
I have had an absolutely terrible experience with Novasol. I booked a home in Italy through Booking.com that was managed by Novasol. The advertisement said that the home was a 9-minute walk from the beach and under 20 minutes to other points of interest. When we received the final confirmation with the actual address we found out that the home was a 38 minute walk to the beach and 45 minutes to the other points of interest. I flagged this to them ahead of our trip hoping they’d provide a solution or a refund, neither of which they did. We were traveling with our 1 year old and couldn’t stay that far from the sea so we ended up booking another property and have contacted Novasol documenting all of the conversations we’ve had with them and showing the exact listing and the actual distances. They are refusing a refund and keep replying to me with a robotic answer saying we had to have raised this issue before our stay, which we did! I DO NOT recommend using this company. There are so many better options out there. They are dishonest and their customer service is a disgrace. Do yourself a favor and save yourself the headache.
written by BorisMatejcek on 16/10/2023
First of all, I would like to start with everything that happened the day of our arrival. We were supposed to be accommodated in our pre-booked holiday home on 02.09.23 at 16:00. That day, at 14:04, when we were a few kilometers away from the house, we received an email that the holiday home CDP144 won't be available in the period mentioned above. I have immediately called Novasol Support to find out what is happening. I've been told that the owner suddenly canceled our reservation and didn't state any reason. Novasol offered us an alternative holiday home but it was completely different from what we had booked originally. The house we reserved was in the style of a Robinson house (as we always go for houses that are not in villages or surrounded by other houses) on Peljesac with a private access to the beach and we also had other friends coming with us that had reserved house a few km from ours to spend the Holiday together. The alternative that we were offered was nowhere near the type of house we booked. It was an apartment house with other families and it was very far from the sea. Due to this, we had to find a new house by ourselves on Korcula and completely change the plans of our holiday. We had to spend more money to get to Korcula and we lost 1 day of Holiday. Before that, we have also stopped by in the original house we booked to speak to the owner as a lady at your customer support told me that they don't know the reason for the cancellation but we can go and talk to the owner to find out. The owner showed us proof that he had canceled our booking 2 months ago but Novasol never informed us about this. We even received an email at the end of August from You to state our time of arrival. Together with the owner we called Novasol and asked for an explanation and also why people in your call centre blamed the owner when it was obviously your mistake. They had no explanation.
written by Monaghan73 on 13/09/2023
Novasol is not a reliable company to rent appartement and their client services are terrible! In our case we booked the appartement in Spain ( September 2023) via booking.com, but the services are provided by Novasol - this company was not mentioned in the announcement. We would never rent the appartement via a company with such bad reputation (checked in google: their rating in average is 1 star out of 5!!!) that is actually confirmed by their services. Novasol provides the amazing pictures of appartement that we rent on booking.com. However, they were far away from reality. Who is responsible for the situation when appartement is dirty, bed linens are not even ironed and towels are not proper, horrible smell, dust ect. ( appartement was not a cheap one!). Novasol doesn’t take this responsibility!!!! Is a client obliged to stay in such apartment and sleep in this bed? Novasol customer service supposes that “yes” and informed us about “no reimbursement” due to earlier departure. One week they considered our urgent request (we informed them immediately by phone, provided the pictures with the described situation). Nothing was proposed! We booked another appartement since it was impossible to spend our annual two weeks vacations in that one. Thank you Novasol for our spoiled vacations! Never again!
written by marina1166 on 01/09/2023
I owed you never do with this company we went to Spain in June 2023 and ill deposit was not returned. We have tried contacting Novasel on several occasions. They do not respond to our messages emails and the owner of the Villa also ignores a request I told you never to book with this company we went to Spain in June 2023 and our deposit was not returned. We have tried contacting Novasel on several occasions. They do not respond to our messages. Emails and the owner of the Villa also ignores our request to return the deposit.
written by Apontherd on 30/06/2023
We recently booked on nova sole and received a confirmation email the following morning. We suddenly realized we had the system had booked for June instead of July. We immediately texted and called several times and were told that unfortunately the booking was within the two weeks so, our booking was nonrefundable. We complained several more emails and calls, but we’re told it was nothing to do. This is totally unacceptable as most, if not all airlines hotels, etc. offer at least a 24 hour concert cancellation policy. There was no offer of another option or another date. We were just told we lost that money.
written by Wearing2 on 16/04/2023
We used Novasol to rent a flat in Cortina, Italy for one month. We flew from Canada on March 27 and after renting a car drove to this flat. The minute we turned into the "alley" along with an old car sitting there that I'm sure has not been running for some time. When we entered the property, we knew immediately that we were deceived. The "sofa" that was not shown on the photos, was an outside, metal slat two seater with a quilt over it. The rooms were very dark and cold ( the old radiators were not sufficient). My wife asked about the Wifi prior to booking and was informed that it was "Very Strong" ..... very strong was ONE BAR and to get this you had to stand in the doorway leading to the outside. One section was where there was an entrance to the lower basement level which was covered over with a thin sheet of plywood and was told not to walk on it, it was dangerous. There were many other problems, but the bottom line was that we did not stay one night. We ended up staying in Italy for a total of 5 nights and flew home at a loss of not only a Vacation but over $7,000.00 Canadian . Never to return to Italy again and would HIGHLY recommend that Nobody Ever uses NOVASOL when looking for a rental !!
written by Wearing1 on 04/04/2023
We left Canada quite excited to be spending 30 in Italy. We rented a place In Cetona, Italy from March 28 to April 27. We rented this place based on the description and photo's supplied by NOVASOL travel. The minute that we turned into this property we knew that there were problems, we had to drive between these two cars, one that did not look like it has been running for some time. The "court" that it was supposed to be sitting on was nothing but a locked link fence with foot high grass and some garbage. Some of the description could be argued to be correct, like it did have Wifi, as long as you stood in the exterior doorway, you could get 1/2 bars, the photos were correct, but sure that some were cropped. They did not show the ?? sofa ?? which was an metal two seat exterior bench, cover with a blanket. It did have a TV ....24 inch and was placed on the opposite wall from the ? sofa ? about 15 feet down the wall ! The heat was supplied by two old radiator's which were on high when we were there, but although it was a nice warm sunny day, the interior of this pace was very cold. They had a piece of ? plywood ? over what had been an entrance to a basement, but was told that it was dangerous to walk on. The picture showing the entrance does not show the fist cement step which was crumbling, or the pictures showing how bright it was inside, but must have been taken with a great back light, because with all the lights on, the whole interior was very dark. There were still a number of other problems with this place, but the bottom line was that we walked out and drove away, and after trying to find somewhere else to stay, we decided to fly back home after only five night there, at a loss of not only our vacation, but OVER $5.000.00 as well. If you are travelling to Europe stay away from any property that is represented by NOVASOL !!!! They did offer us and initial refund of "FIVE PERCENT" ....talk about an insult !!! Please feel free to contact me for more information on NOVASOL or the problems we had .
written by Dayse on 08/09/2022
Fake pic on the website, they gave to me an horrible house not the house I payed , the house they gave to me was dirty horrible smell and unsafe , no electricity, you couldn’t turn on the light , the bedroom were without electricity broken windows, Toilet dirty , and horrible smell I slept for three days on the sofa till they gave to me an other apartment, Horrible experience I will never book again with tNovasol
written by 289Malone on 24/07/2022
Novasol don't answer the phone and don't block calendars correctly. We tried to book but it turned out that it wasn't available and they just forgot to block the dates in the calendar.
written by Anonym_Username on 14/04/2022
After arriving in our apartment, we found that most of the dishes still had food on them, from the last visitors. So the first thing we did, clean each and every plate. There was also some dirt on the floor, which we had to clean. After then coming back from our vacation, they sent us an email. They told us we have to pay cleaning fees, because there was dirt in the coffee machine, funny though that non of us drinks any coffee and that the coffee machine wasn't used at all. After complains from our side, all we received were warnings from them, after several months of waiting, no support at all
written by Scarlets123 on 22/01/2022
Absolutely dreadful experience with this company. I would advise everyone to avoid them. We rented an apartment in southern Spain, Novasol had received our deposit and final balance well before our arrival, we were given a contact number to ring 1 hour before arriving, this number did not exist. We were eventually contacted by the keyholder who said that they had no knowledge of our arrival. As a result instead of being allowed into the apartment at 4pm, we had to wait in our car until 7.30pm. We contacted Novasol to complain but have received no sympathy, we had been shopping beforehand and our frozen goods were now thawed. We are so disappointed with the apartment ( primarily its location ) that we will be leaving 1 week earlier. We have contacted Novasol and at present we have received no response.
written by jgChaney134 on 23/09/2021
Vacation home booked in Croatia. After arrival, everything looked like on the pictures. But quite quickly several deficiencies became clear: gross uncleanliness, broken shower head, non-functioning lamps, etc.. The lack of maintenance of the house was then trumped by front doors that do not close, and among other vermin in the interior an ant nest in the wooden ceiling. The situation was not fit for vacation. We are out. There is no refund, because supposedly the defects have been eliminated.
written by ENew0203 on 19/08/2021
DO NOT USE! Booked a holiday to Belgium for August 2021 for 11 of us. Have tried over the last few months to move the booking to next year or to another rental due to Covid and the fact that the UK is a red zone to Belgium. So essential travel only. The house we want isn't available next year and there are no other suitable houses for our party of 11 people to move to in it's place currently next year. I asked for a credit note so we could use instead but got told no they don't do these which I find bizarre as we would use at a later date and through them! So had to pay for the rental or we would lose deposit. Rental now paid for and due to go next week although the UK is still a red zone and we shouldn't be travelling. Novasol refuse to give refund or help and basically say that as it's not a package holiday they can't help and the borders need to be closed before they can do something. Their terms and condition in their security package state about cancelling if 'difficult' to get there but they only say this is death or critical illness. Don't care that you can't get there to the rental as travel should only be essential and are quite happy for you to put yourselves and others at risk. Legal action now being sought and would never use again!!
written by BelaFromHungary on 14/08/2021
We had a confirmation, travelled for hours with our little kid, already paid a lot of money, and the apartment was already occupied. They had not answered our letters, left our family without shelter, in real trouble. Disgusting behaviour.
written by Lewis495 on 18/03/2021
Please people avoid them at any cost. Awful customer service. They only care about taking your money nothing else. Would like to know what they are doing with all the money they made during the pandemic.
written by Ebwing on 17/03/2021
Just awful company. They are refusing to pay back any of the £3800 paid for a villa in France. They bend the rules to suit them and just refuse to help. I cancelled my booking with booking.com last year. A week later they emailed me to persuade me to take an offer that was not clear but offered to rebook me for 2021. They did not make clear this new booking would be considered as the old one and therefore I lose my right to the refund I had just agreed through cancelling. Then, I check this year and am told on my booking page I am entitled to a 90% refund- I therefore clicked cancel. My booking disappeared and I then received an email saying I wasn’t entitled to anything. They are underhand, sly and cruel. Be careful. Do not book with these people.
written by bjLaw493 on 03/08/2017
talked to me like I was an idiot awful customer service and told me they was not prepared to help and said it was tuff!
written by SaraiWaugh483 on 30/06/2017
This company are an absolute joke. from start to finish I have had a nightmare service. The booking went through fine however a couple days after they took the remaining charges from my bank they sent me an email saying the apartment I had booked had water damage and offered an apartment not in the same area or comparable to what I had booked. as a couple we weren't interested in have to single beds being in an apartment complex or being a 25 minute walk away from where we had originally booked. Also it's not clear when you book that you pay minimum £60 cleaning fee on top of your booking. I made a suggestion to the advisor having looked at what was available and was told I had to pay in full if I wanted my suggested apartment. her comments were 'do you want it or not' which was very distressing. After abrupt comments. I finally got the apartment I suggested after complaining online. we arrived in cannes at around lunchtime having already told the advisor of our expected arrival. The office was closed and the telephone number provided did not work. 2 hours later we went back after finding a bar to cool down in and have some lunch dragging around our suitcases in that 28 degrees heat was not pleasant. No apology when we arrived back to get the key. The apartment was not in poor condition however the hygiene was not great. after walking around the apartment for 1 hour in bare feet my feet were black. the shower was clogged with hair and would not drain so I flooded the bathroom on my first shower and after that had to turn the shower off while I'm there so it didn't overflow. Trying to get into the apartment was a nightmare every time. The key would not work correctly and we were locked out of the apartment trying to wiggle the key for 20 mins everytime we tried to get back in. We called the office they didn't do anything they said someone would come. The next day the key wouldn't work at all. An hour and half later a maintenance man Arrived and told us this wasn't the first time he had been called out and he would change the lock the next day. Nobody came back! That morning someone let themselves into the apartment while we were still in bed he didn't speak English and just mumbled something in French before closing the door. We told the office and he said nobody else had a key which was a blatantly not true On the day we were leaving we left the apartment as we found it by 10am. It's now 3 weeks after our stressful holiday and they have emailed me accusing us of pulling the cupboard door off the dish washer which we didn't even use. This company should have payed me to go on this holiday. It was full of stress and inconvenience and now I need another just to get over all the problems we encountered
written by Comptonfz145 on 02/05/2017
This company is a joke, they were booked through booking.com which I find deceiving. I paid my final payment to be told two days later the apartment had water damage and was no longer available. they offered me alternative accommodation however it was in no way comparable to the original booking. so I recommended my own choices they have no sense of urgency and I am still waiting for a response 3 working days later. I will be very careful when using booking.com not to use NOVOSOL ever again. already ruined my holiday before I've even been and still don't know where I'm staying!
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